James your comment is hilarious and is pointless to send you any claim information, As of today we still have heard nothing about our claim , no car, no email, or even snail mail and still no return calls, your offer of help is laughable. Based on my review and other reviews you are a lousy insurance company who play games, stall, lie about making or returning calls and emails for that fact, Why would I email you if I cannot get a response from anyone in 2 months. You are trying to save face because your lousy company has so many horrible reviews that all seem to have the same familiar experience with you, You lie about appraisers being sent out when they don't show up EVER or 3 weeks later as your car sits there waiting to be looked at, You stall by sending us to various voicemails so we have no communication with a live person ever, Your adjusters CHRISTY ZARATE must have the greatest jobs in the world to never be at their desk , never return phone calls or emails, and apparently never listen to their voicemails or somehow is never around yet they get paid for doing absolutely NOTHING Where can we all sign up as adjusters for your lousy company? read more

MAPFRE Insurance are completely useless and I blame myself for buying into this rubbish because you are not covered properly when you buy there products and some customer care bear from Mapfre will reach out to you after you have writen a negative review because there PR consultants have advised them that it looks good if they show willing or making a effort but its all very sensitive effect and means nothings. Hopefully you have time to read what happened to me and I bought the all singing and all dancing Mapfre travel insurance to cover me and my good wife just in case we had a medical problem when travelling Europe a few years ago just before the pandemic and we are in generally good health but we all believe we are made of Teflon or even better than that stuff KRYPTONITE !!!! Anyway we get to Athens Greece and in the night I wake up feeling odd and thought for one moment I was dreaming it but eventually woke the wife and said get a Ambulance and she darts out the door and flags down a taxi ...what a wife and the person in the back of the taxi calls a ambulance and they arrive very quickly at our Airbnb apartment and paramedics ask if I want to go back to bed or be taken to hospital , I said in this instance I think the best place is the hospital so they whizz across Athens at 2am Monday morning and a team of doctors and junior consults seem to be ready and waiting for me ,,, Mapfre are not involved yet but the attention I got from the Greek medical service was incredible ...Outstanding ...by 3.30am the medical team said I had a heart attack and that by 8am I would be getting a bed in the ICU so they could monitor me over the next could of days ...Anyway I get my bed and all the medical staff are really friendly and chatty so if you end up in hospital make sure its Athens Greece but when you take medical insurance for travel do not buy MAPFRE because it has no value or has more get out clauses so the claimant has a policy that is Worthless .... seriously the policy was bloody useless and I remember whilst laying on my bed in that greek hospital that if I had needed more treatment or financial assistance that MAPFRE was not the answer or solution to my problems ...in fact ther replies to my questions on Whatsapp just made my blood boil which was not a good thing considering I had just had a HEART ATTACK ....I made a full recovery with no financial help from Mapfre... hopefully this will help you with your decision ...make the right decision dont buy any insurance from Mapfre because they only care about taking the preminiums and not giving anything back ....Strange company with a very odd policy read more

I wish I could give NO stars! Nightmare!!!! Do NOT use them under any circumstances and the 100 dollars you might save a year is NOT worth it!!!! An update to this insurance company. I told the broker to cancel my auto insurance when this company cancelled my home owner's policy and they never did. I did not choose to renew my auto policy with them and I paid in full for the year I did insure my car with them. Now they are sending collection agencies after me for 38 dollars and I NEVER renewed the policy!!!! What is wrong with them? read more

Commerce had an accounting error on my auto policy. During this 4-month ordeal, Susan Hyson tried to embarrass me by sending outstanding balance letters to my current carrier. And now when Susan's name is googled, this will come up in a search. I do not recommend Commerce - they may be the largest insurance carrier in the state of Massachusetts, but that doesn't mean that their customer service is superb and it is not. And let's also talk about the "legal" breach of privacy tactics in which they go after you through your current carrier. Talk about big brother; all Commerce has to do [if they believe that the balance is owed to them] is attached it to the registry so that when the person tries to renew their license or get new plates or renew the current policy, state that the balance has to be rectified. But going through the current policy carrier is a low blow. Susan Hyson and Commerce Insurance have one of the worse customer service in the state and to top it off, they ripped me off. The only reason I settled the balance was so that my current carrier wouldn't continue to get these over-the-top aggressive letters from Commerce. The dispute process is underway through the Division of Insurance, but could take up to 90-days to rectify. Jaime Tamayo is the CEO of Commerce Insurance. read more

Worst experience ever! I have been dealing with MAPFRE with a homeowners claim since the end of September. There is no communication or updates from them EVER. I have had to continually follow up with them and they continue to drag their feet. Part of my house remains unheated until I can fix the damage, but they don't seem to care. It seems when they were Commerce Insurance they had much better customer service. As soon as I get this resolved I will be switching both my home owners and auto policies to another company. I would highly recommend to steer clear of MAPFRE! read more

Do yourself and your wallet a huge favor and find any other insurance company. You'll pay less monthly, and if you ever have to use your insurance theres no way it can get worse than this.... Dont. Give. Them. Your. Money. read more

Very expensive and getting more expensive. I have quotes for a quarter of the monthly price I'm paying. I eliminated my commercial insurance on my vehical and still pay the same amount. I eliminated glass and still. I just paid $200 for this month. I have 5 months left and I will be ending my relationship with mapfre. After 2 years I feel like ive been taken for enough money. read more

If I could gave them a negative 4 stars I would. My family has them for both their home and auto insurance. They truly are the worst company I have ever dealt with. We have had them for years and now that we had a leak in our ceiling they are trying to find every excuse in the book to not cover. They make sure that they take their money we pay for the policy and when you need them they leave you high and dry. This isn't the first claim they have done this on either. I don't know what happened to this company but they are not for their customers they are only out for their own pockets. To leave people with medical issues one who is a elderly cancer survivor to just breathe in mold because of an ice dam that caused a leak and caused the ceiling to fall is just them showing that they don't care about their customers or their customers well being. BEWARE OF THEM SAVE YOURSELF TIME AND MONEY BY USING A DIFFERENT INSURANCE COMPANY. read more

PLEASE READ THIS before choosing or continue to use Mapfre Insurance (Commerce Insurance) I have been with Mapfre for 7 years with no accidents or claims till my brand new Audi Q-7 was at the dealership for an oil change and they had a fire. They gave me the run around and put my claim under investigation for absolutely no reason. Took months to get it resolved then finally I decided on my own to go 3rd party and got my car fixed. I then just last year had my Mercedes hit in the parking lot at Shaws and guess what they investigate the claim and never paid it. This insurance company will give you all the satisfaction upfront but when it's time to be there for you in such a horrible state they will figure out a way not to pay your claim. I own a collision center and I see it everyday. My claim was going perfectly fine I followed protocol and sure enough they find a way to pull themselves from paying and it's everyone not just me. I have my cars, houses and business all under Mapfre and I have made the decision to move to someone else because if they have a valid put to put someone in that position then go right ahead. But when you do that so people who pay there premium and then find ways to not pay a claim is unbelievable. I have also contacted solve it 7 news channel to have them show this on the news so people who have Mapfre or are in the process of choosing them will understand what they are in for before they make that horrible decision. I work with 30 different insurance companies and have never EVER seen something like this. The sad part I was one of them. I feel horrible because my agent in a great guy and friend but he only writes for Mapfre and he is also looking and working on changing that read more

I've been with Commerce - which has now been acquired by Mapfre (a global company) for 7+ years. Not because I love them- it's because I love the small business insurance office I go through (T. Edmund Garrity) in Cambridge, MA. They use Commerce so I use them. I've filed one claim with Commerce in 7 yrs. (a driver hit my car on the street in Boston and left their insurance information under my windshield wiper). And maybe a glass repair for my old car. All easy stuff. Covered by my policy or the other person. Pretty decent interactions with Commerce. However, after my recent experience with them- which is still going on-where I hit a pot hole outside the Riverside T stop and needed a new tire, new wheel etc. I've seen their true colors. Because they can't take the lazy way out and put it on the other person's insurance and are expected to do their jobs and advocate for me with the shop and the appraiser etc. they are inflexible, cheap and unprofessional. DO NOT expect them to help you with anything above and beyond the bare minimum. And even then, you may be disappointed- their bare minimum is below any normal standards. Commerce only cares about the bottom line and tries to cut costs with used parts, low-ball service hours etc. I spent so much time communicating with my shop, my adjuster, my local guy that got me into this contract with Commerce etc. to get results that I now feel like I should get a commission and a paycheck from Commerce for doing their job. What the hell am I paying you for, anyway? Is it for the attitude I got from a "supervisor", when I elevated my complaint? is it for the one email response I got after filing a claim? is it for your fabulously crap-tastic "recommended" Commerce garages. They're in shady neighborhoods and get terrible reviews... WHAT IS IT FOR?? If you want a company who will act as the competent advocate you pay them to be, look elsewhere. They don't' have value your time, money or effort. read more

MAPFRE insurance has been a nightmare to deal with. I thought I was the customer, I was wrong. I had a total loss in November, and it is now March and I have no resolution. I need to get the word out to protect other consumers from this horrible company. Michelle Mauro my representative, is condescending, rude and not on the customer's side. The company offered me $5000 less than the value of my car and have been coming up with excuses ever since. I did the research by sending the prices and websites for cars comparable with mine. They didn't accept that and my going back and forth with them got me nowhere but instead bought them more time. I then hired an outside adjuster since it is my right in the insurance contract. Next, they had an issue with the fact that I had the adjuster that I had to hire was from North Carolina and not Massachusetts. They tried to bully me into doing what they wanted, but I'm unsure of what their reasoning was for that. Here is the policy langue their rule is not stated in the contract I had to call MAPFRE daily to get them to give me their outside adjuster's name and number. Finally, after a month, I received a call from their representative. Now they are trying to charge me $4110.00 for things that never happened. Here is the list of deductions from my claim that I just received from Michelle Mauro, my responses are after the listings Here is breakdown of the deductions: Prescan 125, NO IDEA WHAT THAT IS ? Plate removal 70.00- I REMOVED MY OWN PLATES WITH MY OWN SCREWDRIVER Supplement 200.00- NO IDEA WHAT THAT EVEN IS? Supple assistance 100.00- NO IDEA WHAT THAT IS? Value search 70.00- I LOOKED ON THE INTERNET FOR YOU, SO NOW I HAVE TO PAY $70 FOR THEM LOOKING? OEM data 200.00 - I HAVE TO PAY FOR THE COMPANY'S SOFTWARE? Light blue print 50.00 - THIS JUST SOUNDS LIKE A SCAM! Pictures 100.00 - I COULD HAVE TAKEN PICTURES FOR FREE FROM MY PHONE IF THEY REQUESTED THEM Prewash 60.00- WHY WOULD YOU WASH A TOTALLED CAR? Putting used parts in veh 560.00 - THE CAR WAS TOTALLED NO WORK WAS DONE AT THE BODY SHOP Data erase 35.00 - I ALREADY ERASED MY PERSONAL INFO ON THE CAR Snow removal 200.00 - NOW THEY ARE CHARGING ME $200 TO REMOVE SNOW ON A TOTALLED CAR? I WILL CLEAN OFF ANYONES CAR FOR $25 or LESS! Hardware 35.00 - NOW I HAVE TO PAY FOR MAPFRE's HARDWARE? Going over charges 200 - TO GO OVER INFORMATION WITH ME COSTS $200? THIS MAKES ZERO SENSE. I PAY FOR INSURANCE THEN I PAY FOR THEM TO DO THEIR JOB WHEN THERE IS A CLAIM? Total 2005 Storage 60 a day, difference 25 a day x 29 days thru 12/27 (cutoff) = 725 12/28 thru 1/19 23 days x 60 days = 1380.00 Total deduction 4110.00 Now they charge me for storage of a car they had me move to the shop and still haven't paid me for. Buyer beware... I reported this company to the Massachusetts Division of Insurance. How can a company get away with this? Do not use MAPFRE insurance, as they are scammers. Anyone else have this issue? I am sure I am not the only person they tried to bully. read more

In 2015, I decided to purchase auto insurance this company because of my AAA membership. Everything was golden, the agent was awesome, very helpful in explaining everything into details. I was fully covered and super happy about who had my back should anything ever happen. $1,200 a year. In 2016, my premium went up by about $400 without any explanations. I referred to my agent was she roadblocks me with some bull crap. I let it slide for a year because my life was hectic and it was just under my budget plans. In 2017, my premiums went up again, I reached out to the agent, she gave me bull again. This time, it was just a minor $80. I inquired with the lady again, she this time informed me that I was an excellent driver according to their records. My question was, why the hell are you guys punishing me then???? Seriously, this is how you treat your good drivers?? Now in 2018, premiums went up again, this time, I am so frustrated, I contacted the agent and with my hands up, I give up. Tell me everything that is going on, what is it? Instead of answering my questions, she offered to provide me with quotes from her other clients. This was not a satisfactory response!! Don't bother calling the customer service line, they'll advise you to contact your agent, they're no use at all. MAPFRE is definitely dragging AAA's name through the mud. I am seeking a new insurance provider, the hell with these criminals, they take your money and do not provide you with a reason as to why! read more

The worst insurance ever had. They were rude and totally inefficient. Their phone pay system is childish at best. Very unsophisticated. You could spend an hour just trying to pay your bill and even then it wouldn't work. I'd be yelling by myself it was so frustrating. So unprofessional. Never had a rinky dink outfit like this before. When I called to complain the guy just said if I dont like it I could pay $40.00 and get out of the year long contract. I never had a ticket or any problem at all and they wanted to raise my insurance almost $400.00. Never late one time, no tickets or anything. This turned out to be a blessing in disguise. My contract was up and I went to another insurance company that was way, way cheaper. Of course I didn't have to pay the 40.00 to get the heck out of Maphre Insurance, you made an enemy for life with just your stupidity alone. Willam McCabe read more

Please read all the reviews before signing up with them. With all the examples of non existent communication, you would the right to think they employed offices full of Keyser Soze's. I bet "James J." who responds to all these reviews is really Keyser S. I've had homeowners insurance through MAPFRE (Must Avoid Phoning, Filing, Responding Enterprises) since 2003. This year my condo was hit with a $54 000 assessment due to water damage. Yes, that's the correct number of zeros. I put my claim in March 2018, and after multiple phone calls and emails I have yet to hear from my assigned claims representative. No phone calls, emails, snail mail, nothing. Even contacted her supervisor several times, nada. Makes me wonder if they are allergic to telephones, keyboards, customer service, paying customers... read more

Terrible no zero option don't buy there customer service is a long rolleradex of going nowhere

I just had the worst experience with Michelle Hastings in automotive claims. I waited a week to hear from her as i was rear ended by their client. I asked to speak with her supervisor or someone else as i didn't like her tone and the way she talked to me but she told me she was it! She was rude and abrasive from the first word out of her mouth and it only got worse. When i asked questions she just got more abrasive. I wonder if she gets credit for paying out less on a claim?????? I called back and spoke with her supervisor. I am only sorry their phone conversations are not recorded. Lucky for Michelle Hasting.......... read more

My husband got into a car accident (which wasn't his fault) and we've had to deal with this insurance because it belonged to the person at fault. This is by far the worse insurance company we have had to deal with. They take forever to get back to you regarding anything and they don't have anyone taking calls 24/7 like other insurance companies. So, if you're trying to call them when you get off work.. All I can say is good luck!! They have taken forever to finalize our claim and everything they have promised to take care of is a lie. Also, they have someone come out and do an estimate at your house! How strange. I hope to never have to deal with them again. read more

It's been over 6 months since my son was involved in a total-loss auto accident and MAPFRE still has not paid the claim. All paperwork was promptly returned. Meanwhile, I continue paying the loan and insurance policy to avoid taking a hit to my credit. I've been a customer of Commerce Insurance (acquired by MAPFRE) since 1998 with auto and homeowner insurance policies. I've only made one other auto insurance claim in the past 20 years. Customer service is unresponsive and slow to act. It's clear they're intentionally slow-rolling my case in hopes that I'll just give up. My next step will be to file a complaint with the Massachusetts Division of Insurance. STAY AWAY FROM THIS COMPANY. read more

I have had Commerce Insurance since I started driving at the age of 16. 10yrs later, I'm finally making the move to switch away from this incompetent, unethical and inefficient Auto Insurance Provider. Arbella here we come. In my 10 years of driving, I've filed 5 insurance claims (none of them have resulted in even 50/50 at fault). Over the years, they've gotten worse and worse. Main gripes are: 1. Incompetent employees hired to handle claims: Literally everytime I am required to call their offices for a claim or update, the entire conversation is fiasco of them trying to figure out the answers to my questions. Also, for one actual claim, I average roughly 2-4 claims representatives. There is never one singular person who handles the claim. It is always transferred and shipped off of one desk, right to the next. 2. Inefficient System: There is only one thing that is expedited in a timely fashion with commerce (read #3). Everything else, happens at snails pace and needs to be reviewed for 2-3 business days before it happens. Their communication between auto body dealerships and their office is slow. Their communication between my third party agent and their offices is slow. Their response time to any inquiries I might have is slow. Their times to ship out settlement checks is slow. They are a rusty old car without a drop of oil in sight. 3. Unethical Business Operations: This gripe comes from a handling of my parents claim with commerce. My youngest sister totaled my mother's SUV. She was totally at fault and the car had some front left damage. The repair shop quoted the damage at about 2k-2.5k for an '06 Explorer worth roughly $15k. Commerce totaled the vehicle. When absolutely flabbergasted, they said that their adjuster had estimated a significant more amount of damage to the car and that with "market values", they had decided to total the vehicle. Upon talking to the repair shop (a place my family has used for literally 20+ years), the owner shared the unknown secret regarding Commerce Insurance company. Commerce Insurance Co. also owns numerous amounts of salvage yards and chop shops in many areas. As a result of this, they look to total EVERYTHING, so that they can make a profit on the parts available for sale. Combine making money on salvaged cars with their reputation for lowballing totaled settlements, and they have crossed the barrier of unethical business operations, in my opinion. Will never use Commerce again. Arbella is next up for test, hopefully I won't have to find out how their operations are anytime soon. Goodluck and STEER CLEAR AWAY FROM COMMERCE read more

This company is a freaking joke. Took over 4 months to replace our roof, gutters, etc. They hung up on us, never returned our many calls, and were down right rude. They didn't want to cover what we pay insurance for. Fought us tooth and nail. When we finally reached someone to tell them more damage was occurring, one man said, while LAUGHING, "I figured with these wind storms your roof would be way worse!" I asked, "then why haven't you fixed it? Do you want to pay for $4,000 of damage, or wait and pay $16,000?" He literally stated that if there is more damage they'll tarp it until further notice but kept avoiding the question if when would it be fixed... I could go on and on, but I don't have time to write a chapter book. read more

Awful. After taking my truck to IRA Toyota to be looked at after an accident in which the driver who hit me was cited I was told it would cost almost 6,000 dollars for a front fender and a passenger door. They ended up totaling my truck. I thought that was very high and wanted to take my truck to another auto shop because I knew it would be cheaper. I called the agent and she told me they would not honor another estimate and that they had a contract with IRA Toyota. She said it would have to go to arbitration if I took it to another place to get my truck fixed. I basically had no say. My truck was stuck at the place where Commerce has a contract with. My truck was deemed totalled and basically I wasn't allowed by MAPFRE/Commerce to take my truck to another place to get an assessment/ estimate of the damage and another price. They did not help me at all. Now I have no vehicle because it was deemed totalled based off of the estimate of 6 grand for repairs from IRA Toyota (the place they have a contract with). All I wanted to do was take my truck to another shop to get a cheaper price for the repairs. The agent told me they would not honor or pay for another shop doing work and I would have to go to "arbitration"... I'm trying to save my truck from being totalled and they didn't help at all. They would not honor any estimate for the damage from anywhere else bit the place they had a contract with. It should be a simple and easy process for a customer to go to different garages to get prices of the repairs. I felt my truck was being held hostage. I couldn't believe Commerce would not let me take my truck to another shop other than IRA Toyota. They should of helped me instead I got resistance and no help. Bottom line is now I have no truck and I believe if I took it to another garage/shop it would have been much cheaper than $6,000 to fix a door and fender....and bumper. -----MAPFRE /Commerce is by far the worst insurance company I have ever dealt with in my 25 years driving. read more

The response to a claim from the California branch has been nothing short of a miserable let down. I am a victim of an accident from one of their clients and it has been 2 months without closure. I want to give my claim details so hopefully Mapfre investigates and finally expedites my claim so I can hopefully never deal with them again. Too bad there is not a negative star rating! Claim# 64010316002581 Claim Agent: Azucena Diaz read more

Worst insurance company EVER! Can't get ahold of anyone. I literally had to go threw a new Insurance company when buying a new car because I couldn't speak to anyone to add the vichel to my policy. I was being connected to Nashionwide Insurance and they would transfer me and give me phone #'s to reach someone with Mapfree and I was getting transferred in circles. Issue # 2, after my car was stolen then continued to bill me for the car for 4 months. I was told that I couldn't be reimbursed and needed to have proof that the car wasn't in my possession. The car was Totaled not drivable at all and in police custody for over a month in evidence. When doing the claim I had already gone threw this with my claim agent sending over all documents, proof of everything they asked for and now 4 months later I have to resend it again? They can't even find my policy half the time. They are a mess, unorganized and sloppy. This company needs to be shut down. read more

Horrible company...run for the hills...I took my car in for cosmetic repairs and they decided that my car is "totaled", took the safety sticker off, and have taken procession of the vehicle. They stole my vehicle. OK, the car was not a Ferrari but a great Prius with many miles left. Now I am screwed. The cost to fix seems way over the top. I suspect graft or some kind of illegal activity. Do they jack up the repair cost, take procession, fix on the cheap or resell to a chop shop with plenty for the adjuster and the body shop in illegal profits. No wonder insurance rates going through the roof. read more

If I could give a half star I would. They, MAPFRE auto, want your premium but they sure don't want to pay out much...Don't be fooled by this Poorman's insurance shark of a company that pinches pennies! Also, rude assessors and adjustors who work together as a team to rip you off. I felt absolutely helpless! My personal example: A part on my car was stolen and they did not reimburse me the actual value of the part...I ended up paying more than a $1000 out of pocket! Why am I paying insurance again? ...they feel you are entitled to a used part not a new part on a used vehicle according to its mileage! and as for the labor for the repair....??? oh, they cover less than half of the labor costs of the repair--you sure don't that in the fine print. I'm sure these are standard practice in the industry these days or are they? but MAPFRE has taken it to a new penny pinching level. You will painfully find all this out during a claim procedure. Not fun! Their computer algorithms are designed to rip the consumer off and the adjuster will tell you it's not his fault, "it's the computer!" sure! But what if my part was in top, like-new condition despite being on a used vehicle? Nope! it Doesn't matter it's what the computer says. So, here is my advice!... Look for insurance companies who get high ratings for claims processing and better ratings on customer satisfaction for CLAIMS!!!...don't go with hight ratings based on lowest premiums and don't blindly go with what a broker suggests....In short: do your own homework! read more

I created this Yelp account just to warn others of how AWFUL Mapre Insurance is. BAD Service. BAD rates. BAD communication. I've had Mapfre insurance for a little over a year now. My problems began about 5 months ago when I received a notice that my account was being terminated from not paying my monthly bill... when I did pay it. Mapfre Insurance added a $2 fee to this months pay without any notice. Because of this, I payed my regular amount, but was $2 short. I ran into EVEN MORE trouble when my account was eventually reinstated (Mapfre phone assistant was also very confusing and overall not very helpful). Since the reinstatement, my monthly pay has been inconsistent, ranging anywhere from $45 to a whopping $411 on my last one, once again with no notice of policy or pricing change! Although I payed the stated amount on the last bill, I have once again received a letter of termination. This time I have decided to take my business elsewhere and not reinstate my account with this awful company. Save yourself the time and anger, and go with a different provider. read more

Just like many others who have been burned by Mapfre, I was deliberately denied coverage for an honest claim. I was left with $1,500 worth of damages to my car from a hit and run that occurred in a parking lot. Mapfre went out of their way to pay some questionable collision investigator to certify that I was at fault--without a proper investigation, without taking all facts into account. The nastiest most rude people I have ever dealt with. Do yourself a favor and avoid this company at all costs--I wish I had much sooner. Good riddance to Mapfre. read more

If it is possible to leave a 0, I would. Please consider this review not as 1 star, but as 0 stars. Today I spoke with John Anderson, a Claims Adjuster at MAPFRE/Commerce insurance about next steps regarding a claim filed as the result of a motor vehicle accident with injuries. The accident occurred on Monday evening and the victim was transported to the hospital with minor head injuries.The victim's car suffered extensive front end damage to the extent it could not be driven from the scene. The victim is an essential worker and English is not his primary language. Unfortunately, he has been given the proverbial "run around" in recent days as he has struggled to understand and follow through the claims process. I spoke with John Anderson to get clarity on the process, next steps, and expected date the claim would be process. To say that John Anderson was incredibly rude and unhelpful is an absolute understatement. John Anderson lacks basic customer service skills, empathy, and clear communication skills as he curtly stated there would be several divisions with whom the victim would need to contact in order to file various claims. John Anderson did not provide any set directions, time frame, or names of other staff members who could help. John Anderson raised his voice several times and was very insulting during this conversation. It is incredibly disappointing and alarming that I could not make sense of this process and am extremely concerned how the victim, who is still learning English, would be able to navigate this process. The victim depends on reliable transportation in order to perform his job as an essential worker. I would have expected anyone working for a reputable company to do everything they could to handle this claim with efficiency and care. I would caution any and all who are considering using MAPFRE insurance for your personal and business needs to consider other companies with proven records for customer care and service. I would also urge MAPFRE insurance to review their customer service practices with their staff to ensure that an incident such that I had the misfortune to experience will not happen again. I am advising the victim to retain a lawyer to support him through this process. read more

I recently switched to Commerce. Pro's: -I'll be crawling on my knees back to my old insurance company Con's: -They're technologically stuck in the early 90's -Their website is something from the Netscape/AOL era -Expect to fill out and fax/snail-mail a lot of random forms that should be automated -Poor communication -Slow response times read more

Commerce is Awful. My car was T-Boned two weeks ago by a driver "with no brakes" who admitted fault at the accident and I haven't been able to do ANYTHING since. I haven't been able to get my rental car approved because Commerce hasn't even asked them to take Liability. They have made ME go through every step of this accident. Even my auto body place just called me in for a meeting because they are amazed at how awful Commerce is treating me and they want to make sure that I know what happens from here, where I should go from here and what my rights are. It has been two weeks since my accident and the appraisal was just completed last night. I just spoke with my agent for the first time (since an accident happened two weeks ago - I haven't even been able to talk to my own insurance company!). She had absolutely nothing to tell me. They are also telling me that I owe money to them because the parts that they were replacing weren't brand new, so I have to pay the difference. This entire thing is a horrible nightmare and the second this is dealt with I'm changing insurance companies. I'm considering changing to Liberty Mutual - which is the insurance company of the guy that hit me. THEY have been so helpful. The only company that SHOULDN'T be helpful is 100% more helpful than my own insurance company. I am livid with the situation and very close to "lawyering up". Trust me, Never go with Commerce! read more

I was in a bad accident. My vehicle was totaled, and I had sustained a head injury. I noticed they were still taking out my premium months after. I wasn't driving, and asked them to reimburse me for the premiums. They said I didn't cancel the plates after my accident in a timely manner, so they kept the money. Absolute blood sucking shysters. read more

This company did not contact me after I was involved in an accident that was not my fault. They took 3 weeks to get an appraisal on my car. When I had a supplement done, they took another 3 weeks to tell me that my car was a total loss. Very poor communication and management to work in a timely manner. I do not recommend. They didn't even contact me about the settlement; I had to contact them. Very poorly run. read more

This is the largest auto insurer in the state and in my experience they do not sweat the small stuff such as auto glass claims. I also have been in several accidents, one of which totalled my car. I received a fair price for it. The other insured was also their customer and I felt the blame should have been apportioned, but they were going by what a police officer said. The officer did not witness the accident and did not issue me a ticket, but appeared to know the other driver and favor him. That is not Commerce's fault, but they could have done as I asked and had the black box data pulled from the other vehicle to check its speed. They did not drop me after the accident, maybe because as the largest insurer in the state if I went into the high risk pool there's a good chance they would land up with me anyways. Rates are highly regulated in Massachusetts including clean in 3 so there's not a lot to say about that. I would switch my homeowners to them also but it's my understanding they don't want customers whose electric is more than 35 years old regardless of how good shape it is in. read more

If I could give 0 I would !! I purchased Gap insurance from Skoda Financial services & sadly needed to put a claim in, it was forwarded to Mapfre. This is the company who I have now spent over 12 weeks trying to get the claim sorted. Firstly, they kept asking for "Proof of purchase" from "Motor Insurer". Based upon that you'd assume they meant the car insurance right .... No. What they meant is the Invoice of the purchase of the car! This took a month to understand what they wanted because every time I rang them, they were not able to explain what the document was themselves. The call center you get through to is not in the UK & English isn't great. Secondly, each time I sent documents to them I'd provide a mobile number for them to ring if they had any issues, one of the people I spoke to said she'd get the case handler to ring me. My phone never rang. Third, I then asked to speak to a supervisor to ask why there were delays, they refused to put me through to anyone. Fourth, when I then asked to put a complaint in I was told they would, but they couldn't give me a reference number as "it's just an excel spreadsheet" but someone would get in touch in 5 working days. It's been a month & I've still not heard anything. I'm tempted to put a complaint in about their complaints process but at this rate it'll be 2022 before I'd hear anything back. Fifth, I was told 3 weeks ago they've agreed to the claim & it'll be processed & I'll have the details with payment by the end of the week. Every time I ring for an update I hear the same thing, "I can see your claim has been accepted but I do not know why it's not paid, I'll ask the case handler for an update". I'd love to see who actually gets paid within 20 days as their website states, as it clearly appears on every review website I can see them on, I'm not the only person who has major issues with this business. The next time I take gap insurance out, I will be checking who is the company who will be dealing with it should I need to claim again & if it's this company, I won't be touching with a bargepole. Tried to put a complaint in with Skoda Financial Services who sold me the policy, but they weren't interested. I've been without a car for nearly 4 months because they still haven't paid out. They are the worse company I have ever had to deal with. read more

Horrible company!!! Keep away this insurance company. Please, don't contract with this company. They cheat for someone who don't know their system. Everything that they need is to get a lot of profits from the customer. They charge too much when you use their insurance. They don't care whether you are a good driver or not. Their system is completely broken. I wish I could put a claim to government to investigate this company. read more

I wish no stars was an option. This is the worst excuse for an insurance company I have ever seen. I would love to report them to whatever agency they are given permission to do business from. One of their wonderful insureds was very badly driving. Drinking? Drugs? Texting? Stupidity? Blind? He missed the reflectors and flashing warning street signs misjudged the turn and took out a large chunk of my father's fence. My father is 96. I will not share my opinion of the many drivers using our winding mountain road as a cut through between two busy and heavily patrolled for under the influence drivers area. They cut thru trying to avoid arrest and several times a year tear the fence down. My poor Dad called and called the telephone number given for the agent after almost a year I stepped in to help. I didn't let the call go to voicemail and pressed numbers at their computer answering system. I got a call center lady who cared enough to help me. We found that agent had been gone for over a year. Who knows how long they were going to leave the dead voicemail. She connected me with the current agent. Let me just you have to move fast before their agent pool shifts. They refuse to speak on the phone. They only do email. They had nothing and expected me to supply the police report and drawings. Email them WITH a case number on each page oh yes the case number changes. Then pictures and estimate all with the same must have case number on each page. No option of fax or mail. Now if you do something you don't know to be wrong they blast you back an email telling you what you have to do. No call or anything. As I said my father is 96 he has email to pick on his 92 year old brother and such. He does not check it regularly all. I explained this numerous times. I don't understand why they think they are above the telephone. After all this it is evident and obvious they are a cheapskate scam insurance that wants premiums and does not want to pay claims. At this point I am out of time and patience and it is just horrible that they would treat my 96 year old father this way over a relatively small claim. Unless you are low life pond scum that o my cares about paying the least possible for car insurance do not use this insurance. And anyone unlucky enough to have to have damage from their insured you need help with I'm terribly sorry for you. Shoddy businesses like this should not be allowed to operate but someone that oversees the insurance industry would have to give a damn. read more

I pay almost $4000 a year in house insurance alone. We were away for several months and neglected to pay the last 1/3 of our premium on time. Called to get the extra service and late fees removed. They refused. This is simply despicable that ANY company would refuse to remove TWENTY DOLLARS in fees. Yes this is obviously one of those 'principle of the thing' matters. How a billion dollar company expects to keep customers by acting completely moronic is beyond me. I am a contractor. I've had people take over a year and a half to pay me their balance. No interest. No late fees. Why? Because I'm not a piece of garbage. Will be cancelling and moving carriers if i don't hear back in a week. read more

Bad customer service. Couldn't get information needed. More than 15min wait on phone for rep. Not helpful. Not the friendliest group. So, I'll go elsewhere. read more

I am extremely disappointed in Mapfre Insurance. I've been a customer for at least 15 to 20 years and I don't believe I've had one claim regarding my house. I have Mapfre for my home and my cars. In March my dog bit a cyclist who came up behind him on a hiking trail. I understand biting is a very serious concern but it was an isolated event and a claim was not filed by the person who was bit. I am by all accounts a responsible dog owner and I have had a dog as long as I've owned the house since 1990. I was appalled to get a letter yesterday saying that my insurance would be discontinued in January of 2018 because of this one bite. I'm totally disgusted and disappointed. I am not minimizing the seriousness of a dog bite but it was a one-time event and it was due to circumstances. I would definitely not recommend this company to anybody. Run! read more

Commerce/Mapfire insurance is horrible. The insurance agents give you poor advise, The communication is very subpar and their settlements are extremely unfair. Plymouth rock and MetLife are far superior in their customer service, ability to meet a customer is personalized need and by providing fair estimates. I had a minor motorcycle collision and I had to over communicate with commerce to have the motorcycle estimated, towed and repaired. Yes to me it was considered a total even though the only damage to the motorcycle was in the handlebars, One tail pipe, a pedal and the gear needed repair. The estimate was very inflated in order to allow Commerce to consider it a total loss. Very unfair. I had to repeatedly provide the Commerce representative with the address of the motorcycle shop where it had been towed and finally I had the bike towed back to my house and immediately change my insurance company to Plymouth Rock. Many years ago when I had an agent named Meghan Foley a Commerce, I was very satisfied. As soon as she retired, I learned what about a inferior organization commerce really is in reality. Stay away from Commerce/Mapfire insurance! read more